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Pattysue24
August 22, 2023
Question

Customer Service

  • August 22, 2023
  • 12 replies
  • 28 views

Ire ceived an email this morning from yet another QB salesman. I told him not interested. I don't like QB online  enough to ever want to purchase anything new. He shows that we are still paying for DT and Online.  What!!!???  Why would we still have desktop when y'all made us go to Online because you said you were doing away with Desktop.  So I immediately call and ask wth is going on.  I speak to one girl of course she can only answer part of the question because she only handles online, transfer to another girl for desktop and she proceeds to tell yes we are still getting billed for desktop and if we stop it we will not be able to refer back to it they will lock us out. WTH?  Then she says she can transfer me to another department and they can fix it where I can refer back to desktop.  Are they serious?  First your program online does not have a tenth of the information that desktop has and not everything migrates, I am still finding errors 6 months in. I need to be able to look at a program that we paid for and get the data off of.  No I don't run reports or do payroll but I still need to be able to look at the prior data. Not sure who is running Quickbooks at this point but they are doing the worst job ever. You think after seeing everything that is posted on the community page they would try to do better but NOPE. They do not care. Did anyone else have this problem?

    12 replies

    Fiat Lux - ASIA
    Fiat Lux - ASIA
    Level 14
    August 22, 2023

    I need to be able to look at a program that we paid for and get the data off of.  No I don't run reports or do payroll but I still need to be able to look at the prior data.

     

    Which QB Desktop year version did you use?

    DHeraV
    DHeraVModerator
    Moderator
    August 22, 2023

    I understand that you have experienced frustration and confusion with QuickBooks, @Pattysue24. It's completely reasonable for you to feel disappointed and inconvenienced by the conflicting information you received about your billing and access to the desktop version. I can assure you that your concerns are important to us, and we genuinely want to address them. 

     

    Migrating to QuickBooks Online (QBO) from QuickBooks Desktop (QBDT) doesn't automatically cancel your billing renewal in QBDT. You'll still need to cancel your subscription to avoid being billed or charged. You can follow the steps below on how to cancel your QBDT file:
     

    1. Log into your CAMPs account.
    2. Select the QuickBooks Desktop Account you want to modify. If you have more than one, your login profile will show you which one is currently selected.
    3. Find your subscription or service in the Products & Services area, then select Details.
    4. Verify this is the product or service you no longer need, then select Cancel Service under the active
    5. Please let us know why you are leaving so we can improve our services. After providing any details (optional), select Continue to cancel.
    6. Confirm your cancelation by selecting Cancel Now.

     

    For detailed information, kindly visit: Cancel your QuickBooks Desktop Subscription.
     

    To guarantee the success of the cancelation, I recommend reaching out to the QuickBooks Desktop Support Experts once more. This step is necessary to confirm that the cancelation has been processed and that you will not receive any further charges.
     

    Since you already switched to QBO, you might want to check out this article that consists of short step-by-step videos that will help you with managing your QuickBooks account: Learn about QuickBooks Online with how-to videos.


    Please know that your feedback is valuable to us, and we appreciate you bringing this matter to our attention. We strive to continuously improve our services based on customer experiences and feedback. Your satisfaction is our top priority, and we will do our best to rectify the situation promptly. If you have any further questions or concerns, please don't hesitate to reach out to us. We're here to help.

    C
    cabryan07
    January 29, 2024

     

    DHeraV 

     

    QuickBooks Team  THIS IS who I was replying to not you.  But leave it to them to take the heat off themselves and post to another community poster.
     

    I am posting this here, because I have been trying to start a thread for 10 minutes.  Somehow, there is a mysteriously an error every time I try to post it.  Censorship???

     

    I had an issue which I called about last week regarding payroll, and I was told that it would be best to call back on Monday as we run payroll weekly.  I called this morning, and I was on the phone for a little over 30 minutes.  I understood that the representative was unable to help me, and that she believed that no one above her could help me either.  However, I asked to speak with a manager.  She continued to rattle off her five sentence spiel about how she had already answered my questions and a manager would not be able to help me.  We must have gone through me asking and her responding in this manner about 20 times.  So I asked her if she was telling me that I could not speak with a manager, to which she responded with her same lines.  I told her that I simply wanted her to either send me to a manager, or tell me that I was not allowed to speak with a manager.  She would not do either.  She spoke over me, and she ignored any other question that I asked.  35 minutes into the conversation, she hung up on me.  

     

    I am here to say that our company has been with QB since 2017.  We started as a small side business that has grown to around 50 employees.  We have added multiple products through QB as well as other businesses.  I  have watched as customer service has SEVERELY declined over the years, and today was pretty much my breaking point.  I did "click the gear icon and send feedback" as she suggested so many times, but the truth is that it won't make a difference.  Neither will my post here other than to let me vent.  I will be looking for other solutions for our business.  It may take some time for me to transition away, but today, the complete and total obvious disregard for customer service lit a fire under me.

     

    I imagine that most of us using this platform are/were small businesses, and we know that if we treated our customers the way that QB treats us, we would be out of business.  It is sad that there is an apparent lack of leadership at Intuit that even cares how their company is perceived.  One easy search in this community or through google, and you will find a million posts like mine.  

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